Customer Success Manager

 

THE ROLE

Join our dynamic team as a Customer Success Manager to be the driving force behind our customers' success with Pure’s industry-leading as-a-Service Subscription portfolio. You will forge trusted advisor relationships by deeply understanding customer objectives and technical environments to ensure they realize the full value of their investment. This critical role directly impacts our Net Promoter Score (NPS), working closely with Sales, Engineering, and Executive Leadership to advocate for your portfolio of enterprise accounts.

In this role, you will be focused on supporting our large MSP Partner Customers, making sure they have the tools they need to meet their end customers’ needs while helping drive renewals and expansions within the partner ecosystem.

WHAT YOU'LL DO

• Own the end-to-end post-sales customer journey for your portfolio of Partner Accounts, managing vital activities from on-boarding and adoption to retention, renewals, and advocacy, ensuring a world-class customer experience
• Establish and lead strategic, operational, and growth management reviews with key customer stakeholders, effectively aligning Pure Storage technology with their business and technical roadmaps, particularly in areas like capacity planning, deployments, and expansions.
• Act as the primary customer advocate and subject matter expert, deeply understanding your customers' operational models and technical needs, and serving as the essential conduit to influence internal cross-functional teams (e.g., Product Management, Engineering) to drive issue resolution and deliver product value.
• Proactively monitor and analyze customer consumption and usage data to provide data-driven recommendations that optimize their hardware utilization and consumption model based on their unique use case and long-term business goals.
• Drive issue management and customer escalations, providing enterprise-level service and support to ensure successful deployment and delivery of Pure's as-a-Service Subscription portfolio, thereby strengthening customer satisfaction and loyalty.

WHAT YOU BRING

• 5+ years experience in a customer-facing, account management role
• 2 years experience in a Customer Success roleExtensive experience in a customer-facing, technical account management, or Customer Success role within an enterprise technology and/or data storage and cloud environment.
• Proven ability to establish and drive strategic discussions with both business and technical executives, adept at articulating complex technical issues into clear business impacts.
• Exceptional skills in managing and executing against multiple projects and priorities concurrently, demonstrating sound judgment and a high degree of initiative in a high-growth, fast-paced environment.
• Deep understanding of data center environments and core storage, as-a-Service, or cloud subscription-based business models.
• Experience with MSP customers and MSP technical environments is a huge plus.
• Strong collaboration and influencing skills across internal and external organizations, capable of effectively bridging communication between Sales, Support, Product, and the Customer to achieve mutual success.
• We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.

 

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